Customer Experience Leader

Michael Page

  • Riyadh
  • SAR 180,000-300,000 per year
  • Permanent
  • Full-time
  • 1 month ago
  • Apply easily
Our client is a leading health care group in Saudi Arabia. They are currently going though a transformation and recruiting an experienced Customer Experience Leader in Riyadh.The role involves leading the Customer Experience transformation program, ensuring a seamless and outstanding patient journey across all touchpoints. The aim is to enhance patient satisfaction, foster loyalty, and promote a strong brand image.Key ResponsibilitiesPatient Journey Mapping and Analysis:
  • Conduct thorough mapping of the patient journey to identify touchpoints and challenges.
  • Analyze patient feedback, surveys, and complaints to identify improvement areas.
  • Use data-driven insights to prioritize initiatives and measure their impact.
Customer Service and Hospitality Enhancement:
  • Lead initiatives to enhance customer hospitality and experience, focusing on:
  • Optimizing waiting area experiences.
  • Improving patient communication and interactions.
  • Training staff in customer service best practices.
  • Introducing spa-like comfort features.
  • Collaborate with the Marketing team to promote these enhancements.
Feedback and Complaint Management:
  • Develop and implement robust systems for capturing and resolving patient feedback through:
  • Online surveys, comment cards, and review platforms.
  • Dedicated feedback forms and channels.
  • Address systemic issues by tracking complaint trends and root causes.
  • Collaborate with operational teams for corrective measures and continuous improvement.
Standardization and Quality Control:
  • Work with quality teams to ensure service delivery aligns with treatment protocols and standards.
  • Establish customer service protocols, scripts, and communication guidelines.
  • Provide training and monitor adherence to these standards.
Performance Measurement and Reporting:
  • Track key satisfaction metrics like NPS and CSAT.
  • Analyze trends and provide strategic recommendations.
  • Deliver regular reports to stakeholders, highlighting progress and challenges.
Cross-Functional Collaboration:
  • Partner with operations, the Contact Centre, and other departments for seamless integration of customer experience initiatives.
  • Address patient concerns and enhance service delivery through collaborative efforts.
Team Management and Development:
  • Lead the customer experience team, fostering a culture of excellence and accountability.
  • Develop training programs to enhance team capabilities.
  • Identify and nurture talent within the team to ensure consistent service excellence.
Leading healthcare group |Scope for growthThe ideal candidate will have:
  • 5+ years of customer experience roles, preferably in health care.
  • Expertise in journey mapping, feedback management, and service quality improvement.
  • Proficiency in CRM systems and data analysis tools.
  • Strong communication and presentation skills.
  • Fluency in Arabic and English.
Our client is a leading health care group in Saudi Arabia. They are currently going though a transformation and recruiting an experienced Customer Experience Leader in Riyadh.The candidate will get a competitive salary and benefits in line with the Saudi Law. The role is ideal for a self starter who is looking to work with a huge health care group.

Michael Page